Operations Fulfillment Supervisor (Finance)
Equifax Workforce Solutions is hiring a Operations Fulfillment Supervisor to supervise, lead, coach, and train team members, as well as be the team subject matter expert for Research Operations processes and procedures.
What you'll do
- Supervise, lead, coach, and train team members, as well as be the team subject matter expert for Research Operations processes and procedures. Role may be aligned to one of multiple verticals.
- Make appropriate recommendations to specialists on performance and opportunities for growth.
- Implement and enforce data quality control procedures, including regular audits, research, and verification processes.
- Organize and direct daily activities regarding all operations that support KPI metric obtainment.
- Serve as a primary point of contact for our users, focusing on resolving complex inquiries and efficiently escalating critical issues.
- Continuously monitor chat conversation to promptly and accurately respond to user inquiries, questions, and requests for information
- Provide resources to support staff members to identify trends and gaps for individual and operation wide enhancements
- Analyze data trends and identify areas for improvement or potential bottlenecks
- Onboard and train / cross train data fulfillment associates on company policies, procedures, and relevant software and procedures.
- Develop training materials and resources to support ongoing team development.
- Ensure strict adherence to data privacy, confidentiality, and security protocols
- Maintain the integrity and security of all data
What experience you need
- Experience working in high document processing environments
- Leadership experience or a background in leading or supporting team performance.
- Minimum of 12 months in the current position.
- Minimum B2 or higher level of English proficiency.
- Minimum of a Bachelor's degree or equivalent diploma or a combination of experience.
- No disciplinary actions within the last 3 months and not currently part of a Performance Improvement Plan (PIP).
What could set you apart
- Previous experience or familiarity with Unemployment Insurance and the Unemployment Claims process
- Proficiency in Google Suite
- Previous experience managing back office work
- Knowledge of coaching methodologies, strong communication skills, effective time management abilities, a customer-centric approach, and an understanding of process improvement principles.
- Knowledge and understanding of relevant KPIs for Back Office environments.
- Familiarity with tools such as Tableau, CCAIP, Workfront, and Workday
- Demonstrated ability to analyze issues, determine appropriate solutions, and resolve sensitive problems effectively.
